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Cambridge Service Alliance

developing new understanding and approaches to complex service systems

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Service Business Model Capability Assessment

In 2011 Cambridge Service Alliance carried out substantial research into understanding Business Models for Service and published the results in From Processes to Promise white paper. This work identified features associated with successful service innovation and underpinning capabilities essential for innovation in service business models. As a result we found out that business model innovation requires:



  • An outcome-based value proposition based on the client’s needs: organisations must provide solutions centred on customers’ desired outcomes, and expand existing services towards more comprehensive offerings.
  • Effective value delivery: Complex value propositions require additional skill sets and cooperation of business partners; service providers who can manage the service ecosystem can also increase profit margins;
  • Accountability spread: Service providers become responsible for increasing levels and types of risk associated with their outcome guarantees. The ability to estimate and manage these risks properly is essential.

Capability Assessment Tool

Based on the research performed in 2011, we have now developed a tool that allows us to test business model capabilities within an organisation, a certain division or even a smaller scale project. 

The tool is excel based questionnaire, which can be used as self-assessment or through more precise interviews. The responded will score each of the detailed questions related to each capability and also estimate the importance of this capability to the business performance. Through this type of process we are then able to draw a spider web as presented on the figure beside. Through this we map the areas of improvement and possible areas of excellence.

Practical relevance

Through our assessment organizations are able to:

  • Identify capabilities for successful business model development
  • Map out areas of expertise and improvement
  • Brainstorm practical steps towards  excellence in service business
  • Compare capabilities found in different business units and projects to the company's overall performance

RSS Feed Latest news

Webinar on High-Value Manufacuring (HVM)

Mar 18, 2019

In this webinar, Luisa Huaccho Huatuco presents the Alliance February 2019 paper on High-Value Manufacturing.

February 2019 Paper - High Value Manufacturing (HVM) in the UK: Case studies and focus group insights

Feb 28, 2019

High Value Manufacturing (HVM) in the UK: Case studies and focus group insights by Luisa Huaccho Huatuco, Veronica Martinez-Hernandez, Thomas F. Burgess and Nicky E. Shaw

February 2019 Webinar - Business Ecosystems Mapping

Feb 12, 2019

In this webinar, Florian presents the Alliance January 2019 paper on Business Ecosystems Mapping.

January 2019 Paper

Jan 21, 2019

January 2019 paper on 'Using Business Ecosystems Mapping to Generate new Competitive Value Propositions'

Webinar 14 January

Jan 16, 2019

In this webinar, Tim Pearce discusses his paper on Bayesian Neural Network Ensembles

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Upcoming events

Shift to Services Executive Education Programme

May 14, 2019

IfM, Cambridge, UK

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